How do I check the status of my order?
You'll receive a confirmation email upon your order. Once your order is shipped you will receive another confirmation email with the tracking information. If you haven't received this email, please feel free to contact us.
When will my order ship?
All orders are processed and shipped Monday through Thursday from 9:00am to 4:00pm, and on Fridays from 9:00am to 12:00pm. If your order was placed on Friday, please expect your order to ship the following week. Please allow 1-3 business days for your order to be processed and shipped.
Please note that due to the Community Quarantine currently in effect in Cebu, there may be delays in shipping your orders. We thank you for your understanding and patience, and for your continued support during this time.
What can I do if I need to cancel or change my order?
If you need to cancel or change your order, please contact us at email@example.com before 5:00pm (PHT) on the date the order was placed. Once you have received your confirmation email with tracking information, we may not be able to cancel or change your order.
What payment methods do you accept?
Currently our online store only accepts PayPal. But don't worry, you don't need to set up your own PayPal account to shop! PayPal accepts most major credit and debit cards including VISA and Mastercard, and is completely safe to use.
Please contact us right away if you experience any problems at checkout.
What currency are your prices in?
The default currency on our site is US dollar, but you can select a different currency from the currency picker located on the upper right of the website header.
Does your jewelry come with packaging?
What are your shipping rates?
How fast do you ship?
We do our best to ship your orders as quickly as possible. Please allow us 1-3 business days to process your order. If your order is a rush, please email us at firstname.lastname@example.org so we can work on expediting it.
When will my order arrive?
My order never arrived. What can I do?
We are not responsible for packages that are lost or damaged in transit. We strongly urge you to select a secure shipping location. If you need to make a change to your shipping address, email us at email@example.com as soon as possible. We can amend the address as long as the package has not left our facility, but unfortunately, we cannot reroute a package once it has shipped. In the event your package does go missing, please notify us immediately so that we can file a claim with the shipping carrier on your behalf.
Do I need to pay import or duty taxes?
International shipments may be subject to additional customs, duties, and fees, all of which are the full responsibility of the recipient. These fees may vary from country to country and shipping delays may occur due to customs. Please note that duties and taxes are not included in the total at checkout.
If the customer declines tax and tariff payment and the package is forfeited at customs, the customer will be responsible for the cost of return shipping to the Philippines. Please note that in some countries, when a package is forfeited at customs due to non-payment of taxes, tariffs and duties, it will be seized and not returned to Susanne Verallo. In this case, the customer will not receive any refund.
What can I do if my item arrived damaged?
Please contact us immediately within 24 hours of receiving your order at firstname.lastname@example.org.
39 Turquoise St., Silver Hills Subdivision
Talamban, Cebu City
When can I expect my refund?
Refunds are issued 1-3 business days upon receipt of the returned product.
Can I return a Susanne Verallo item bought from another store or stockist?
If you've purchased one of our items from another stockist, please get in touch with them for any problems with your order.
What are your jewelry pieces made from?
Each of our pieces is completely crafted by hand by master artisans in the Philippines using real seashells, therefore any variation in size, shape, or color is natural and adds character to the piece, making each one completely unique.
Our pieces are handcrafted from brass and plated in 24kt gold, with the highest quality finishing. Everything is nickel and lead-free. Our earring posts and backings are stainless steel.
How do I care for my Susanne Verallo jewelry?
Do you make custom pieces?
Yes. If you would like to to have a special custom piece made, please get in touch with us.
The style I want to order is out of stock. Is it available anywhere else?
If a particular piece is out of stock on our e-commerce, please get in touch with us and we can check if it is available at one of our stockists.
I'm a retailer and I'm interested in carrying your pieces. Do you sell wholesale?
Yes, we do. For all wholesale inquiries, please contact us.